Abbeyfield Complaints Process

The Abbeyfield Society is committed to providing the highest possible quality of service however we understand that sometimes things go wrong and you may wish to make a complaint. If you would like to make a complaint about a service that you have received from The Abbeyfield Society, please read our complaints procedure handbook and let us know so that we can make any necessary changes and improve our services in the future.

How to complain

If something goes wrong, your first course of action should be to raise the problem informally with the service manager or person concerned. They will often be able to put things right very quickly and simply.

However, if you do not feel comfortable doing this, you can make a more formal complaint, by taking the simple steps outlined below.
The central complaints process is administered through the Complaints Officer, who is ultimately responsible for all complaints received at the Society.

By email

You can send your complaint or suggestion by email to complaints@abbeyfield.com
The information you provide will be sent directly through to the Complaints Officer.

By post

Alternatively you can send your complaint by post to:
Complaints Officer
The Abbeyfield Society
St Peter’s House
2 Bricket Road
St Albans
Herts
AL1 3JW

Telephone: 01727 857536 Fax: 01727 734060

What to include in your complaint

You should state clearly and briefly:

  • What went wrong
  • When and where it happened
  • Who was involved
  • What you want from your complaint
  • Your name, address and contact details (telephone and/or email).

What happens when you complain

When a complaint is received by the Complaints Officer it is first logged, and acknowledged by the Complaints Officer. The Complaints Officer will refer the complaint on to the relevant department who will investigate the complaint and respond within 20 working days.
It may be necessary for staff to contact you for further information during the course of the investigation, so please do remember to include full contact details with your complaint.

All complaints will be treated with an appropriate degree of confidentiality, and information will only be shared with staff as necessary to the investigation.
You have the right to expect:

  • your complaint to be handled promptly and efficiently
  • the process to be transparent
  • to be treated with respect at all times